Report - Application Call Treatment - Defaulted??

[rwylie81]

Hi

In the historical report - Application Call Treatment, what does the column "Defaulted" mean .

I am looking at the application of a primary script which doesn't have any where CDN equals steps.

Any help would be appreciated.

Bob

 

[lretrievers]

If a call defaulted, it most likely went to the default ACD Queue unless a default queue was assigned in the global parameters.

 

[rwylie81]

Thanks for your reply,

If it is in an application / script, and is then defaulted, why would it be defaulted to an ACD queue?

Bob

 

[yyrkroon]

A call is usually defaulted because the system doesn't know how to treat the call...either the call data was missing or the call came in by some other means without any call data or data that hasn't been screened correctly.

SCCS and SECC is designed to never just leave a caller hanging in limbo (I know some of you are laughing right about now)so it default the call. The defaulted call will dump to what ever the DFDN is of the CDN that it came in on.